Amreen A.
Mid-Level Workforce Management Analyst
Open to offersNew to PlatformAbout
Amreen A. has built a solid foundation in workforce management, with a focus on optimizing information systems to enhance business efficacy. With a Master of Arts in Psychology from SNDT University, she has honed her proficiencies over more than five years in the industry. Her recent role as a Continuous Improvement Analyst at TE Connectivity highlights her acumen in generating comprehensive reports, maintaining accurate headcount data, and conducting root cause analyses. Previously, she excelled as a Teleperformance MIS Analyst, where she conducted impact analyses and presented stakeholder reports, ensuring service level agreements were consistently met. At ProSpur Consultancy, she developed her skills in data management and report generation, tailoring information for strategic decision-making. Throughout her career, Amreen has demonstrated expertise in Advanced Excel and data analysis tools, utilizing them to deliver actionable business insights and improve operational performance.
Experience
Continuous Improvement Analyst
TE Connectivity India Pvt.Ltd · 2024 — 2026Delivered daily, weekly, and monthly performance reports, including scorecards and CES dashboards, enhancing visibility of KPIs. Analyzed exception reports related to attendance, adherence, and shrinkage. Produced bi-weekly reports on attrition and optimized staff schedules using Genesys. Conducted real-time queue monitoring to ensure SLA targets were satisfied and maintained accurate headcount and workforce data for better forecasting. Led daily and weekly operational meetings to drive performance improvements and align cross-functional teams on KPIs. Performed Root Cause Analysis (RCA) and presented actionable insights. Prepared reports in Excel utilizing various reporting tools and formulas with a focus on forecasting and scheduling.MIS Analyst
Teleperformance · 2023 — 2024Conducted root cause analysis for contact center performance and completed impact analysis along with presentations. Generated daily, weekly, and monthly dashboards and reports for stakeholders and clients, including Agent Performance Reports and headcount management. Maintained reports on shrinkage and monitored call volumes, AHT, and in-office shrinkages to meet SLA targets. Analyzed historical data and AHT patterns to determine staffing requirements, generating reports that analyze cases on a daily and monthly basis. Prepared Excel reports using various reporting tools, pivot tables, and pivot charts, and provided bi-weekly and monthly summary reports.Reporting Analyst
ProSpur Consultancy · 2021 — 2023Prepared outbound call center reports using Excel and various reporting tools. Managed ID information and performed daily reporting and assessments for new hires during their nesting period. Produced agent performance reports and timely analyses to equip decision-makers with actionable insights. Conducted data cleaning necessary for predictive models by accessing client information. Generated daily, weekly, and monthly reports while designing specific reports for performance analysis. Offered robust reporting and analytical support to the management team, creating both periodic and ad hoc reports as required.
Skills & Expertise
Education
- Master of Arts in PsychologySMT.P.N. Doshi College · 2019 — 2021
- Bachelor of ArtsS K Somaiya Degree College · 2016 — 2019
- Higher Secondary CertificateRamniranjan Jhunjhunwala College · 2014 — 2015
- Secondary School CertificateAnjuman Khairul High School · 2012 — 2013